20.
<ul><li>Customers take control of... </li></ul><ul><ul><li>Whom they communicate with </li></ul></ul><ul><ul><li>What they communicate about </li></ul></ul><ul><ul><li>Their buying experience </li></ul></ul><ul><ul><li>The information they share </li></ul></ul><ul><ul><li>The channel they use </li></ul></ul><ul><ul><li>The technology they use </li></ul></ul>